Emma Waldron of industry website WorthIx recently interviewed Brian Solis for their podcast, where their wide-ranging discussion included at look at data transformation and the future of the CX industry.

Excerpt:

Solis realized that as technology continued to involve and as people were changing, a massive gap was developing between how companies operate and how people were evolving. He also noticed how people’s preferences, behaviors, and expectations were changing. That propelled him to begin documenting what he calls “digital Darwinism,” defining this as “the evolution of technology in society.” He has since worked to close this continuously growing gap and has realized that people are not going to move backwards with technology and innovation.

Listen to the podcast at WorthIx.com